Activated total protection and it failed to work and I lost many troops

I purchased and activated the base total protection as I have many times before and I did NOT have any raids, etc. ongoing when I activated this item but it still didn't work and I lost a huge amount of troops due to game failure not user error. I have had serious problems getting support with this issue and while I am not rich I have spent hundreds of dollars playing this game over the past year or a little longer. I feel that I should be reimbursed for my losses. I mean really, don't you stand behind your products ? I have tried and tried to speak to someone but keep getting stonewalled. I really hope that you don't ignore me and assist me in fixing this problem.